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Improve the customer journey

UGC: new drivers of influence

Customer reviews, consumer videos, influencer posts, verbatims… User Generated Content (UGC) is everywhere. This type of content has the greatest impact on consumer purchasing decisions. This article takes a look at why and how you should build a marketing strategy based on User Generated Content.  UGC, the king of marketing content  Over the past few...

Dec 13, 2023

Live Shopping: Good and Bad Practices

Did you know that 70 % of European consumers are interested in live shopping? For brands, it’s a key solution to promote their products. But you need to understand how it works and how to use it. Read on to discover our 6 best practices and 5 things to avoid at all costs!  Live Shopping:...

Mar 03, 2023

Multilingual Customer Care for a Successful Customer Experience

The world of e-commerce is on the crest of a wave of rapid expansion, and cross-border e-commerce in particular is increasingly the driving force behind this. Indeed, what we are witnessing is global expansion, particularly prominent in Europe, which continues to break down borders by connecting consumers and businesses across national frontiers.  Consider, for example,...

Jun 28, 2022

Employee Satisfaction: What Are the 2022 Trends?

Employee satisfaction is just as important as customer satisfaction. All studies show that they go hand-in-hand. If your employees are happy, your customers are happy.  Which is why more and more companies are investing in monitoring and improving the employee experience.  The 4-day week, greater mental health awareness, the “Big Quit”, remote working… This article...

May 20, 2022

Tourism Field: Customer Experience Is More Important Than Ever!

Tourism has been hard-hit by the global pandemic. Today, industry players are gradually recovering and looking for ways to return to prosperity and growth. Some are doing better than others, particularly those who focused on customer experience.  The main way to bounce back and stand out from the competition is to improve customer experience (CX)....

May 11, 2022

5 Key Trends to Implement in your CX Marketing Strategy

CX Marketing strategies have changed a lot lately, notably due to the pandemic. Customer journeys have evolved into hybrid journeys, and customers themselves have changed. Today, brands are faced with a paradigm shift: customers want to be taken into consideration, they want transparency, authenticity, fewer but more relevant outreach… They no longer take everything brands say...

Feb 03, 2022

5 Key Tips to Segment your Customer Base

Create Homogenous Customer Groups A customer database contains hundreds, thousands or even tens of thousands of pieces of information about your customers. Segmentation is a great technique to put some order into all this data. Segmentation consists in grouping your customers together into several homogenous groups, making them easier to find in your CRM, but...

Feb 02, 2022

How to Handle Employee Experience After a Crisis

The Covid crisis isn’t over yet and new waves of the virus are surging around the world. However, we’ve learned a lot from the crisis over the past two years. Some sectors have been hit hard by the pandemic, particularly customer-facing ones, such as culture, tourism, hospitality… and of course healthcare. These industries have had...

Nov 24, 2021

How to Collect Feedback and Improve Customer Experience

How to Collect Actionable Feedback and Improve Customer Experience September 23, 2021 How to Collect Actionable Feedback and Improve Customer Experience September 23, 2021 All companies collect customer feedback in one way or another. How can you turn all this data into operational insights, that can be used to improve the overall customer experience? Let’s...

Sep 24, 2021

6 reasons why you should use Employee Generated Content

What do Leroy Merlin, Petit Bateau and M·A·C Cosmetics have in common? All three of these retailers had the great idea of getting their employees to make videos showcasing their brand’s products. This is what’s called an employee-generated content (or EGC) strategy. And as you will see here, it gets results! But before we present...

Sep 09, 2021

When the M.A.C Cosmetics makeup artists share their tips on video

M·A·C is a top player in the global makeup industry thanks to unrivalled know-how in makeup artistry.  A member of the Estée Lauder group since 1994, M·A·C is sold in over 90 countries and launches around 50 collections each year. The brand wanted to allow its makeup artists to give pro tips on video to enrich its...

May 20, 2021

How Decathlon got their customers to present their bikes in video

Van Rysel is French sports giant Decathlon’s road bicycle brand. Convinced that its customers are its best ambassadors, Decathlon is always looking for new ways to leverage user-generated videos and engage its customers in content creation. In this article we explain how the brand is turning to its community of cyclists to produce relatable videos that build trust. Consumers...

May 04, 2021

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